There are often several departments responsible for the customer experience. It is important that different teams work together effectively to deliver a cohesive and consistent experience. 75% of customers expect interactions to be consistent, regardless of the department they deal with. Still, 65% say they often have to repeat or re-explain information to different employees1. To avoid this scenario, you need to develop a 360-degree view of each customer. Gebler: "Separate overviews of the order experience, sales history, processing and delivery are not sufficient. You really need a consolidated view of the entire customer journey.
Picnic has achieved this with Salesforce. In early 2020, the company brought together eight different solutions in Service Cloud , resulting in integrated front and back-end systems and streamlined customer support. In addition, there is now a template to expand the company's activities to other Israel phone number list countries. Service Cloud was also indispensable in setting up a scalable customer contact center. The employees had to deal with an increasing workload, but thanks to Service Cloud, Picnic was able to reduce the number of clicks per case from 27 to just 7. Not only did this increase customer satisfaction, but the experience of employees also improved because they can now work more efficiently.
Make data accessible to everyone for a better customer experience Another piece of advice from Gebler is to make data accessible to everyone in your company. This way, your agents can make better decisions, whether they're trying to solve a customer problem or answer a question. in better decisions, but also in more innovation. Gebler says: "If you make data accessible to everyone in your organization, people get new ideas that they otherwise would never have come up with. It can really boost innovation." But to reap the rewards, you need to trust people and you need to record what you've learned in the process. "Not every decision will turn out well, so you have to be able to look back to see why something worked or didn't work," says Gebler. "What did you expect from the decision? What did you learn from it? These are important points to document because they show you the best way to use your data and serve your customers.